Anoli Fernando
Ottawa
Summary
Detail-oriented administrative professional with 4+ years of experience in municipal operations, customer service, and data management. Strong background in handling inquiries, processing service requests, maintaining accurate records, and supporting supervisors and frontline teams. Known for staying calm under pressure, providing excellent client service, and managing competing priorities with strong organizational skills. Seeking an administrative role where I can contribute to efficient operations and high-quality service delivery.
Overview
2021
2021
years of professional experience
1
1
Certification
Work History
Operations Clerk – Infrastructure & Water Distribution Services
City of Ottawa
2023 - 2025
- Delivered operational support to the Infrastructure and Water Services department, including seasonal transition activities and daily operational needs.
- Managed a high volume of Service Requests (SRs) from residents, developers, and contractors, ensuring accuracy and timely follow-up.
- Entered and maintained detailed data in Maximo, ensuring integrity of operational records and supporting accurate reporting.
- Provided frontline customer service, responding to walk-ins and phone inquiries with professionalism and tact.
- Received, documented, and processed inquiries and complaints, escalating issues when necessary to ensure safety and service continuity.
- Generated, assigned, tracked, and closed work orders in Maximo, coordinating with supervisors and field staff as required.
- Performed a range of administrative and clerical tasks including filing, document preparation, email correspondence, and record management.
Care Coordinator Manager
Pro Physio & Sports Medicine Centre (Lifemark)
2022 - 2023
- Oversaw daily clinic operations and coordinated schedules to support physiotherapists, staff, and patients.
- Handled patient inquiries, complaints, and appointment bookings with professionalism and tact.
- Maintained accurate patient information in the Lifemark system and processed insurance forms and billing.
- Completed daily revenue reconciliation and ensured accurate and timely submission of financial documents.
- Trained and supported staff on policies, procedures, and administrative tasks.
Data Verification Clerk
Ottawa Public Health (COVID-19 Clinics)
2021 - 2022
- Screened and verified client information before vaccination check-in.
- Provided post-vaccination monitoring and first aid support when required.
- Maintained accurate data, processed vaccination confirmations, and assisted with clinic flow.
Educational Assistant / Classroom Supervisor
Ottawa Catholic School Board
2020 - 2023
- Supported teachers by assisting students with academic, behavioral, and special-needs requirements.
- Documented student progress and communicated observations to staff and parents.
- Implemented positive behavior strategies and supervised students during non-instructional periods.
Customer Service Representative /Fitness Attendant
Richcraft Recreation Complex, City of Ottawa
01.2015 - 01.2021
- Assisted customers with registrations, bookings, and program information.
- Responded to inquiries, completed transactions, and enforced facility rules.
- Delivered member orientations, maintained equipment, and ensured gym safety.
- Trained new staff and supported drop-in program operations.
Education
High School Diploma -
All Saints Catholic High School
06-2014
Associate's Degree - Business Administration
University of The People
Skills
- Data Entry & Record Management
- Customer Service & Frontline Support
- Handling Difficult Calls & De-escalation
- Filing, Documentation & Administrative Support
- Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Scheduling, Tracking & Follow-up Systems
- Strong Written & Verbal Communication
- Time Management & Prioritization
- Confidentiality & Professionalism
- Team Collaboration
- High Attention to Detail
Languages
English
Sinhalese
Certification
- Telephone, Email & Social Media Etiquette
- Handling Difficult Conversations
- Microsoft Excel (Basic)
- Occupational Health & Safety Awareness – Worker & Supervisor
- AODA Customer Service Training
- WHMIS 2015
Timeline
Customer Service Representative /Fitness Attendant
Richcraft Recreation Complex, City of Ottawa
01.2015 - 01.2021
Operations Clerk – Infrastructure & Water Distribution Services
City of Ottawa
2023 - 2025
Care Coordinator Manager
Pro Physio & Sports Medicine Centre (Lifemark)
2022 - 2023
Data Verification Clerk
Ottawa Public Health (COVID-19 Clinics)
2021 - 2022
Educational Assistant / Classroom Supervisor
Ottawa Catholic School Board
2020 - 2023
High School Diploma -
All Saints Catholic High School
Associate's Degree - Business Administration
University of The People